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TekSynap · 1 month ago

Tier 2 Helpdesk Lead CAB Manager for Tech Control

US-VA-Arlington

Full-time

Onsite

Senior Level

5+ years exp

TekSynap is a fast-growing high-tech company that understands the pace of technology and the need for comprehensive information management. They are seeking a Tier 2 Helpdesk Lead CAB Manager for Tech Control to oversee the operations of the Technical Control Facility Service Desk and provide Tier-II support for trouble calls and ticket management.

ComputerInformation ServicesInformation Technology

Growth Opportunities

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Oversees the day-to-day operations of the Technical Control Facility (TCF) Service Desk, specifically focusing on Pentagon Primary Technical Control Facility (PPTCF) and Pentagon Alternate Technical Control Facility (PATCF)

Monitor the Tech Control group email box for DISA ASI messages, coordinate with the ASI team, and process JSP ASI requests

Oversee all tasks related to the day-to-day operations of the Technical Control Facility Service Desk

Provide Tier-II Work Center support to receive and log trouble calls, track, resolve, and close trouble tickets according to JSP guidelines

Institute and maintain a Training Program in accordance with DISAC standards

Develop training plans, conduct in-person training classes, and maintain the Tech Control training lab

Demonstrated excellence in planning, directing, and managing IT operations help desks

Demonstrated successful working knowledge and supervision of help desk employees

Knowledge of Tech Control equipment such as Switches, Encryption devices, Network Operation Consoles, and Circuits

Knowledge of networking and network-based software applications

Demonstrated ability for oral and written communication with the highest levels of management

Must have knowledge in operating and maintaining Tier 2 Tech Control Helpdesk functions and DISAC 310-175-9

Must have expert knowledge in translating high level functional and technical requirements based on interactions with the user community

Knowledge in handling and managing incidents and service requests for activities such as changes, problems, configurations, and requisitions for equipment and services

Qualification

Help desk supportDoD IT environmentTech Control equipmentHDI Support Center ManagerIncident managementTraining program developmentOral communicationWritten communication

Required

5+ years with help desk support and operation in a DoD IT environment

5+ years providing customers with day-to-day support by responding to, documenting, tracking, resolving, and managing customer issues, questions, and requests

HDI Support Center Manager or equivalent

Bachelor's degree in related field

Must possess a Top Secret/SCI clearance